T-mobile calls it customer care

A

Asalia

New member
Well tmo has done it to me again! I just got off the phone with (customer care), and I use the term loosely! My problem is twofold.

First I was told that the charge for my 8700g would not roll out till June. Wrong its on this bill. When asked about this, the reply was that there is no notes in my account about such an agreement. Even tho (Brenda) assured me it was.

Second. My 8700 is defective in that it keeps losing all signal. I was told that the replacement would be hear today or tomorrow at the latest. Not! Now I'm told they have no idea when it will be shipped due to backorder. :-( So to compinsate me, they offer some bonus texts and I'm on an unlimited text plan. Go figure.

The moral of this story is I guess, is to not get your hopes up, and don't trust everything the represenative says on the phone. :-(
 
One of the reasons I have a T-Mobile rep here physically here at a store. Whenever I have billing issues or any type of issues/questions/problems, I go directly to her and she takes care of everything for me.
I would highly suggest/recommend getting to know a local T-Mobile rep.
 
~~Posted via BB (wap.rabroad.com)~~now that I'm a little calmer. It just seems to me that customer service has gone domnhill this past year. And I've been with them for 5 years. Never had a problem until just recently. It really is sad. I've always been very happy with the service they have provided me and my family.
 
One reason i went from tmobile to Nextel is whenever my device defects i can just swap it out, with Tmobile they force you to purchase a new one.
 
You're not alone, Johnj. Read this thread http://blackberryforums.rabroad.com/showthread.php?t=1867&highlight=Angry+T-Mobile+Customer

I have had no problems with requesting replacement devices from T-Mobile. The problem was that it was sent to the wrong address.
 
I have tmobile and 2 blackberrys a 7290 and a 7100T both dropping signal randomly. The 7290 will hardly keep a signal at all and the 7100T drops the signal probably once or twice a day. I am located in Portage, IN. Your issue sounds very familiar, I was told this is a network issue, calling to check on my trouble ticket right now!
 
Wow. I had no problems recently. They seemed better latly than before.

I will give you a tip in dealing with TMo, or any company. If you can email them, which makes them email you, you have some proof of what was stated on a call. Unfortunatly on a phone call you have nothing to back you up. I usually email them and wait for a reply.

My friends who have Cingular called thier customer service today and each one got different answers from every person they spoke too. They are simply going to call back and talk to different people until they get the answer they are looking for.
 
~~Posted via BB (wap.rabroad.com)~~my 7290 had no problems what so ever. It worked like a champ. Its this 8700 that is giving me grief. And the strange part is, it seems to happen more in the morning than the rest of the day. And I've also noticed that bookmarks just seem to vanish. Things that make you go hmmm?
 
I actully work for Tmobile and every company has there problems. no company is perfect. there is always going to be problems and sometimes its just bad luck. I know Tmobile is not perfect but Tmobile's customer care takes care of you compared to most companys. I wish we could fix backorder issues but that just means the device is on high demand and there is nothing we can do about that. If anything blame the manufacturer for make the device faulty! Tmobile has exsclusive devices but they don't make them. they mostly provide the great GPRS service with no hidden charges :P
 
I feel you dog... I just upgraded to 8700 and I called yesterday cuz it was SUPPOSED to be here yesterday. I was told it was backordered for another 7 days. THAT SUCKS~
 
I used to work for Sprint, this is not a personal attack against tmobile. But wireless carriers make their money not on the sell of the devices but on the monthly service plans they offer. When a customer signs a contract with any business they expect to get what they pay for. If you tell them you have excellent customer service, reliable service, etc. the customer is taking the company at its word when they agree to sign a contract. Customer satisfaction is what it is all about. I had my own business for over 5 years and customer satisfaction will make or destroy a business. Simply said, when you make promises to sell a product you must fulfill and meet customer expectations or your business will not survive! I am a tmobile customer and I just renewed a 2 year contract because I love their service, but they have to find out what is going on with their network and blackberry's and fix it, IT IS THEIR RESPONSIBILITY TO SATISFY CUSTOMER EXPECTATIONS!
 
I just got off the phone with Tmobile Blackberry Technical Department, there appears to be a series of updates going on in various areas by Tmobile ENGINEERS, they are updating services and it is causing customers to have poor or no signal, when updates are complete these issues will be resolved. They have no dates or times for the completed updates. I did receive an text message last week notifying me that they were doing updates in my area. But the message did not say anything about service disruption or loss of signal. I am satisfied with their response and will wait for them to complete updates.
 
dont know how things work in the US but in the UK most customer care/ service related calls are recorded. so you can get the call listened into if things wrong,done it a couple of times
 
My experience with TMO has been good, been with them for 4 years, two phones and two blackberry's over that time for myself and my wife. I am also in field service, as such I provide customer service (phone as well as face to face), so my expectations are high when it comes to customer/technical support and I will not put up with doofuses that answer the phone and can't get there story straight. I usually ask for advanced support when I call first thing. I also understand that sometimes the guy/gal on the other end of the phone is just as stuck as I am. The saying "those decisions are made above my pay grade" is very apt to those situations.
The bottom line is that TMO isn't perfect, but they seem to care about KEEPING thier customer more than the other providers, who just want new sign ups and let the existing customers hang. Example; I and my wife upgraded our devices a couple of months ago. TMO offers partial and full upgrade discounts for thier customers. We did not qualify for the full upgrade discount (we have the really cheap plans), but we both got better deals than new signups did.
Every customer/tech support call I've made to TMO has been satisfied in short order, either with a 'believable' explanation or a fix.
Don't get me wrong, I haven't been drinking TMO kool-aid, they start screwing me around too much and I'll punt them into orbit and take my chances with someone else.
This went on longer than I thought, sorry.
 
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